Case studies

Two organisations. Two scales. Same approach.

From a single team to an entire organisation, the methodology flexes but the principle holds: every step delivers value and unlocks what's next.

Case study

Travel & Tourism

Focused team, full stack

A travel company with disconnected tools and two distinct brands needing faster, more consistent guest service. Guest Operations was spending hours on enquiries that should take minutes.

Technology enablement
Change adoption
Started with
Workshop to surface real problems and prioritise use cases
Prompt training to build confidence from day one
Built
Custom GPTs for Guest Operations with brand-specific tone across two brands
Shared prompt libraries, refined techniques, workflow standards
They now own
Production knowledge assistant with retrieval architecture and live product data
Trained team extending capability on their own
What's next
Customer-facing AI: same knowledge, same architecture, extended to guests
Voice agent for low-touch enquiries, freeing consultants for high-value conversations

Key outcomes

  • Guest Operations handles brand-specific enquiries in minutes, not hours
  • The team owns the capability and is extending it independently
  • Architecture built to enable customer-facing AI and voice without rebuilds

Every step was designed to enable what comes after. The knowledge assistant wasn't built in isolation. The architecture, data, and team capability were all built so customer-facing AI becomes an extension, not a rebuild.

Case study

Property Management

Full organisation, full system

A property management portfolio needing AI capability across the entire organisation. Not one team experimenting, but systematic transformation at scale.

Technology enablement
Change adoption
Started with
Organisation-wide discovery and prioritisation
Capability program across the business
Built
AI-powered content studio, voice agent, knowledge assistant
Training, governance, adoption support
They now own
Embedded AI capability reclaiming thousands of hours
$2M in benefits, organisation owns its AI capability
What's next
Expansion into additional property operations and tenant-facing applications
Self-sustaining AI program that continues to grow

Key outcomes

$2M+

in benefits delivered

1000s

of hours reclaimed

Org-wide

AI capability, not just one team

Proves the approach scales from a single team to an entire organisation. Same methodology, different scope. The organisation owns its AI program and continues to grow it.

Case study

Media & Broadcasting

ChatGPT pilot for marketing

Context

A media company had invested in ChatGPT licenses for marketing but needed structured adoption to realise value. The marketing team needed to increase content quantity, quality, and speed.

What we delivered

Workshops, success measures, prompting fundamentals, and a team prompt library. Prioritised pilot opportunities with baseline measures. Foundation for wider adoption across the business.

Every step delivers value. Every step unlocks what's next. The knowledge assistant wasn't the end goal. It was the foundation that made customer-facing AI and voice possible.

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